‎Customer service issue, cannot get my product delivered | SimpliSafe Support Home
 
jhcbuck's profile

Monday, January 10th, 2022 11:46 PM

Customer service issue, cannot get my product delivered

I cannot imagine why, but I ordered a kit plus accessories on the 3rd. Today, the 10th, it shows it is complete and shipped, however it has said it was waiting on Fedex to pick it up for three days now, NO progress. I talked to and texted with customer service about the lack of any progress and actually requested to cancel the whole purchase. Customer service advised me I had made a mistake ordering it from Simplisafe online and should have called them? Same company?? They then told me since it was in Fulfillment process, they could not touch it or modify anything. Same company?? I had to just wait for it to be delivered and then cancel it and mail it back. No adjustment or more information possible. Absolutely management failure for a company to have separation like this and blame something like this on another part of the same mothership like it is some foreign business. Worst thing, I needed this delivered and didn't know it was any issue until after the purchase had been completed and THEN, you get an email telling you they "usually" ship in one day and like I said, day 7 and hasn't even left yet. I intended on buying 3 systems and now I wouldn't have something from this terrible company if it was free. It cannot be delivered. And yes, I made the mistake of "accepting" the free delivery not knowing this was a bad thing. I can order and receive an item fro Europe quicker than doing business with this sorry company. Anyone else have this issue??

Official Response

Community Admin

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5.2K Messages

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70 Points

2 years ago

Hi jhcbuck,

I sincerely apologize for this experience. It sounds like at the time of your call, the package had already been packed up and completed by Fulfillment, so normally an agent wouldn't be able to change it. But that doesn't mean we're out of options for getting you a system in a much shorter timeframe.

We've requested a call from our Support team so we can get you taken care of ASAP. Please keep an ear out for it!

2 years ago

I just had similar experience and finally had to cancel the order and believe me it was not easy to cancel.

Long story short, order for their essentials system had not shipped almost a month later, only "shipping label created" and getting the run around from their customer support about when it would ship.  They answer the phone and are nice but don't really know anything about the order which is disturbing sort of like talking to a bot.

If a company cannot ship immediately, its ok with me given supply chain issues these days.  But they should have some reliable information and give realistic updates.  If they don't, it's easy to lose trust in the company.

A shame because it sounds like a great system in theory.

Community Admin

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5.2K Messages

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70 Points

@triedtobuysimplisafe​ I'm really sorry to hear about this experience. Please be assured, if there was a stock or supply issue, we would absolutely have let you know.

Looking into your order, I see instead that the package had just been lost at some point during the shipping process. Our Support team not only should have let you know of that, but even created a replacement package for you via expedited shipping.

And of course, we're really to see you go empty-handed. But if you wanted to try again, please let me know and I'd be happy to put you in touch with a senior agent who will take care of you.

1 Message

3 months ago

We have moved due to the military. Our home on the east coast has this system and I love it. However I've ordered a new system for our west coast rental and it says it was a vacant place for delivery and now being sent back. I've had numerous packages delivered and by USPS. Can we look into this please? And resend the package out? 

(edited)

Community Admin

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2.4K Messages

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10 Points

@kilikina518​ I'm sorry to hear about this experience - our teams are absolutely going to look into this and get your system to your home ASAP! I've forwarded your case to our escalated Support team, a Specialist will contact you soon so keep an ear out for their call.

1 Message

3 months ago

Going through something similar now.  Seems ridiculous, and you’re supposed to trust this company with your family’s security?

Community Admin

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2.4K Messages

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10 Points

@goirish​ I'm sorry to hear about this trouble. Taking a look at your account, I see that your order was delivered yesterday. If that is not the case, please let me know.

1 Message

1 month ago

I'm having this same issue. Our home was recently burglarized and we ordered a system to feel safe about leaving the house overnight again. My system was ordered on 1/14 with two day shipping and the order still shows as "label created" as of this morning. No easy way to get a hold of someone to rectify. Not feeling great about this order after reading through this thread...

Captain

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5.7K Messages

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120 Points

@cknox2715​ Customer Service, as supposrt, are open every day, including Sundays. Call and request a supervisor to get this addressed. SS is a very good company (I have been a customer since April 2012 and have recommended and placed over 30 systems) and while SS may not always get it right they will make good on whatever falls short. A supervisor should get this addressed in short order.

BTW, an indication of a good company? They have millions of customers and, when a customer does complain in their online community, it stays posted for everyone to read.

Please post your outcome here if you get a chance.  Thanks!

Community Admin

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5.2K Messages

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70 Points

@cknox2715​ I'm really sorry to hear about your experience. Please rest assured, we're going to take care of you, starting with a new package on the fastest shipping available. A senior specialist will also reach out soon to see if there's anything else we can help with to make your home feel more safe.

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